goMoxie named in Gartner’s March 2020 Market Guide for Digital Customer Service and Support Technologies

goMoxie named in Gartner’s March 2020 Market Guide for Digital Customer Service and Support Technologies

We are pleased to have been recognized as a Representative Vendor in the Gartner Market Guide for Digital Customer Service and Support Technologies report. [1]

According to Gartner, “The proliferation of digital engagement channels has only reinforced customers’ expectations of instantaneous, seamless and effortless service experiences. Fueled by internal and external pressures, application leaders are increasingly interested in growing digital, omnichannel customer engagement and self-service capabilities.”

The report provides the following strategic planning assumptions:

  • “By 2022, 50% of large organizations will have still failed to unify engagement channels, resulting in the continuation of a disjointed and siloed customer experience that lacks context.”
  • “By 2023, 30% of customer service organizations will deliver proactive customer service using artificial intelligence, process orchestration and continuous intelligence.”
  • “By 2025, 40% of customer service engagements will be handled in the first contact through self-service or assisted service, with no need for opening a ticket or case.”

“Moxie Concierge is the leading solution for guided digital commerce. Our customers see tangible business impacts like increased revenue and customer acquisition by providing proactive information throughout the digital journey.,” said Tara Sporrer, Senior Vice President of Marketing at goMoxie. “We believe that being named by Gartner as a Representative Vendor reinforces the demand for proactive digital guidance and the value goMoxie brings in this space.”

Moxie Concierge simplifies proactive customer engagement supporting a better online experience that allows companies to be there for their customers and provide attention where and when customers need it. The solution anticipates consumer struggle, answers questions before they are asked and provides interaction channels that deflect unnecessary calls.

[1] Gartner, “Market Guide for Digital Customer Service and Support Technologies,” Brian Manusama and Nadine LeBlanc, 19 March 2020. 

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